FACT_AGENT_INBOUND_UNHANDLED
Definition
Contact Center Inbound tasks (ACD & MR) delivered but not answered from agents on a historical basis per task delivery.
In case of RONA with TargetRequery, several task deliveries can happen for the same route request.
Main data source: Termination_Call_Detail
Field description
| Field name | Type | Description |
|---|---|---|
| AbandAtAgent | int | 1 if the task was delivered to the agent but the caller hung up before he got answered |
| AgentError | int | 1 if the task was delivered to the agent but logged a failure before he got answered |
| AgentID | int | ID of agent |
| BusinessUnitID | int | ID of the assigned business unit (highest level of hierarchy) |
| CallTypeID | int | ID of call type |
| EndDateTime | datetime | Date and end time of the task at the agent |
| EndIntervalTime | datetime | Date and interval time (15/30 min.) for the end of the task at the agent |
| LanguageID | int | ID of the assigned language |
| LocationID | int | ID of the assigned geo-location |
| MediaID | int | ID of medium for the contact |
| OrgUnitID | int | ID of the assigned organisational unit (normaly the organisation within a business unit) |
| Originator | varchar(40) | Telephone number of caller or sender of the route request |
| RecoveryKey | varchar(40) | Unique idendity of call segment within UCCE (row), can be used to join ECC-variables |
| RingTime | int | Time in seconds which the task is presented to the agent |
| RONA | int | 1 if the task was delivered to the agent but not answered within a reasonable time (RONA timeout) |
| RouterCallKey | int | Together with RouterCallKeyDay the unique identification of a contact |
| RouterCallKeyDay | int | Together with RouterCallKey the unique identification of a contact |
| Sequence | int | Number of the sequence for the call segment |
| SkillGroupID | int | ID of the skill group (queue) from which the contact was assigned. With Precision Routing the ID of the Precision Queue + 900000. |